Senior Customer Success & Product Support Specialist – AI‑Powered Beauty Analytics Platform – Remote (U.S.) – Driving Data‑Driven Brand Success at brighthush

About brighthush

brighthush is more than a technology company; it’s a catalyst for transformation in the beauty industry. By marrying artificial intelligence, machine learning, and advanced analytics, we turn raw consumer data into actionable insights that empower brands, retailers, and marketers to predict trends, optimize product portfolios, and deliver personalized experiences at scale. Our platform is the single source of truth for beauty intelligence, providing real‑time market insights that drive smarter decisions across the entire beauty ecosystem.

Founded by a blend of beauty insiders and data scientists, brighthush evolved from a niche analytics startup into a global leader in beauty intelligence. We partner with everything from indie founders to Fortune 500 conglomerates, helping them unlock growth, reduce risk, and stay ahead of ever‑shifting consumer preferences. Our mission is simple: democratize beauty insights so that every stakeholder—whether a product manager, a marketing director, or a senior executive—can make data‑backed decisions that accelerate innovation and profitability.

Why Join brighthush?

At brighthush, you’ll be part of a high‑velocity, high‑impact team that thrives on curiosity, collaboration, and continuous learning. We champion a culture of transparency, empowerment, and inclusivity, where every voice is heard and every idea has the chance to shape our product roadmap. Whether you’re a seasoned customer success professional or a budding support specialist, you’ll find a place to grow, experiment, and make a tangible difference for our global clientele.

We are a remote‑first organization that values flexibility, autonomy, and work‑life balance. Our distributed teams span the U.S., Europe, and Asia, and we celebrate diverse perspectives that fuel innovation. At brighthush, you’ll have the opportunity to work with cutting‑edge technology, collaborate with world‑class data scientists, and influence the future of beauty analytics.

Position Overview

We are seeking an experienced Senior Customer Success & Product Support Specialist to become the primary advocate for our U.S. business customers. In this full‑remote role, you will provide Tier‑1 support, conduct onboarding and training, gather product feedback, and coordinate with cross‑functional teams in the U.S. and Korea. Your mission is to ensure that every customer not only uses our platform effectively but also feels confident, supported, and empowered to achieve their business goals.

Key Responsibilities

• Tier‑1 Customer Support: Respond to email and in‑app chat inquiries, troubleshoot basic platform issues, and guide users through dashboards, analytics, reports, data refreshes, exports, and account settings.
• Onboarding & Training: Deliver virtual onboarding sessions and product walkthroughs via Zoom or Google Meet, tailoring content to the customer’s role and objectives.
• Requirements Capture: Elicit, clarify, and document detailed customer requests—including custom dashboards, reporting preferences, data filters, date ranges, and automation ideas—and translate them into actionable tickets.
• Escalation Management: Identify issues that require Tier‑2/3 support, coordinate with U.S. and Korea‑based teams, and ensure timely resolution.
• Ticket Lifecycle: Create, update, prioritize, and close support tickets in our ticketing system, maintaining accurate records and providing status updates to customers.
• Process Improvement: Provide feedback on support workflows, escalation guidelines, and training materials to continuously refine the customer experience.
• Stakeholder Communication: Engage confidently with senior executives and business leaders, understand their objectives, and translate them into product enhancements.
• Collaboration: Work closely with Product, Engineering, and Data Science teams via Slack, Jira, Linear, and other collaboration tools to resolve complex issues.
• Knowledge Management: Contribute to internal knowledge bases, FAQs, and help center content to reduce repeat inquiries and empower self‑service.
• Customer Advocacy: Act as the voice of the customer within the organization, championing their needs in product planning and roadmap discussions.
• Metrics & Reporting: Track support metrics (e.g., response time, resolution rate, CSAT) and provide regular reports to leadership.

Essential Qualifications

• Minimum 3 years of customer‑facing support experience in B2B SaaS environments.
• Proven ability to navigate and explain complex software features to non‑technical users.
• Excellent written and verbal communication skills in English, with a professional tone suitable for senior stakeholders.
• Strong analytical and problem‑solving skills, with a knack for asking the right clarifying questions.
• Experience with ticketing systems (e.g., Zendesk, Intercom) and collaboration platforms (Slack, Jira).
• Basic IT/helpdesk troubleshooting knowledge and the ability to differentiate Tier‑1 issues from those requiring escalation.
• Self‑motivated, organized, and detail‑oriented, with a track record of managing multiple priorities.
• Availability to work U.S. Eastern Time business hours (9:00 AM–6:00 PM) and observe U.S. holidays.

Preferred Qualifications

• Experience supporting U.S. B2B SaaS customers in the beauty, marketing, or data analytics space.
• Familiarity with analytics, reporting, and business intelligence platforms.
• Knowledge of Korean language or experience working with Korean teams (bonus, not required).
• Previous exposure to AI or machine‑learning products.
• Experience with data pipelines, APIs, or ETL processes.

Core Skills & Competencies

• Customer‑Centric Mindset: Passion for delivering exceptional service and building lasting relationships.
• Technical Fluency: Comfortable with SaaS architecture, data pipelines, and API concepts.
• Communication: Ability to translate technical jargon into clear, actionable insights.
• Collaboration: Works seamlessly across product, engineering, and data teams.
• Adaptability: Thrives in a fast‑changing environment with evolving product features.
• Time Management: Prioritizes tasks, meets deadlines, and maintains high quality under pressure.
• Analytical Thinking: Uses data to diagnose issues, identify trends, and recommend improvements.
• Empathy & Patience: Handles challenging customers with grace and professionalism.

Career Growth & Learning Opportunities

At brighthush, your career path is designed to evolve with your interests and strengths. As you master customer success, you may transition into:

• Senior Customer Success Manager – leading a portfolio of high‑value accounts.
• Product Evangelist – shaping product roadmaps based on customer feedback.
• Customer Experience Lead – overseeing the entire support ecosystem.
• Data Analyst or Product Analyst – diving deeper into the analytics behind our platform.
• Technical Account Manager – bridging the gap between engineering and enterprise clients.

We invest heavily in professional development through internal workshops, external certifications, and mentorship programs. Whether you want to sharpen your technical expertise, develop leadership skills, or explore new domains, brighthush provides the resources and support to help you succeed.

Work Environment & Culture

Our remote‑first culture means you can work from anywhere in the U.S., while still enjoying:

• Weekly virtual team huddles and cross‑functional syncs.
• Open communication channels via Slack and Microsoft Teams.
• Inclusive, diverse, and collaborative team dynamics.
• Regular “innovation days” where you can experiment with new ideas.
• Access to a digital library of learning resources, industry reports, and internal knowledge bases.
• Monthly virtual coffee chats with founders and senior leaders.
• Annual virtual retreats that bring the entire organization together for strategy and team building.

We believe that a healthy work‑life balance fuels creativity and productivity. That’s why we offer flexible scheduling, generous paid time off, and a culture that encourages you to recharge and return refreshed.

Compensation & Benefits

While specific figures are tailored to experience and market conditions, brighthush offers a competitive salary package, performance‑based bonuses, and a comprehensive benefits suite, including:

• Health, dental, and vision insurance for you and your dependents.
• 401(k) plan with company match.
• Generous paid time off and flexible holiday scheduling.
• Professional development stipend for courses, conferences, and certifications.
• Equity options for eligible employees.
• Wellness programs and mental health support.
• Remote‑work stipend to set up your home office.
• Annual tech upgrade allowance for laptops, monitors, and peripherals.

How to Apply

Ready to join a forward‑thinking team that’s redefining beauty intelligence? Click the link below to submit your application and take the first step toward an exciting career at brighthush.